>Email tracking did not find a match or full matching was not requested (subject: unknown mail).

>Email delivery found no recipient user or queue who accepts this e-mail and the e-mail will be rejected (subject: unknown mail).

Here you see the E-Mail has been rejected (will not be tracked in CRM).

The CRM platform trace shows us the cause of this error, the latest thing we’ve checked here before raising the error is the Tracking Token of the E-Mail (TrackingManager.GetTrackingData()).

It seems like the tracking token is the problem here.

Now let’s have a look at the User’s Personal Options in CRM.

Here is how it’s set (default settings):

The option is set to only accept E-Mail which are already part of an existing CRM conversation. In my test I only sent from external a simple regular mail (no-CRM), this is why It has been rejected.

We shall set any of the two other option to address the issue.

EXAMPLE #2 :

I’ve sent an Email from External network to one of my CRM User. The email subject is “unknown sender”. You just need now to track this subject in the different log files.

The Router log is the same as in EXAMPLE #1, all we need is the platform trace.

CRM Platform trace:

>Email delivery found a user or queue recipient who accepts e-mails based on whether the sender is an account / contact / etc. (subject: Unknown Sender).

>select contact0.ContactId as 'contactid', contact0.StateCode as 'statecode', contact0.EMailAddress1 as 'emailaddress1', contact0.EMailAddress2 as 'emailaddress2', contact0.EMailAddress3 as 'emailaddress3' from Contact as contact0 where ((contact0.DeletionStateCode in (0)) and ((((contact0.EMailAddress1 in ('externaluser@Titan.co.uk')) or (contact0.EMailAddress2 in ('externaluser@Titan.co.uk')) or (contact0.EMailAddress3 in ('externaluser@Titan.co.uk'))))))

>select account0.AccountId as'accountid', account0.StateCode as 'statecode', account0.EMailAddress1 as 'emailaddress1', account0.EMailAddress2 as 'emailaddress2', account0.EMailAddress3 as 'emailaddress3' from Account as account0 where ((account0.DeletionStateCode in (0)) and ((((account0.EMailAddress1 in ('externaluser@Titan.co.uk')) or (account0.EMailAddress2 in ('externaluser@Titan.co.uk')) or (account0.EMailAddress3 in ('externaluser@Titan.co.uk'))))))

05/05/2008 11:53:39 : #30463 - Moving the e-mail message with subject "IncomingMailToQueueEx3" in mailbox crmqueue@Titan.co.uk to the undeliverable folder because it has been marked as undeliverable.

CRM Platform trace:

>select queue0.QueueId as 'queueid', queue0.EMailAddress as 'emailaddress', queue0.PrimaryUserId as 'primaryuserid', queue0.IncomingEmailFilteringMethod as 'incomingemailfilteringmethod', queue0.PrimaryUserIdDsc as 'primaryuseriddsc', queue0.PrimaryUserIdYomiName as 'primaryuseridyominame', queue0.PrimaryUserIdName as 'primaryuseridname' from Queue as queue0 where ((queue0.DeletionStateCode in (0)) and ((((queue0.EMailAddress in ('crmqueue@Titan.co.uk'))))))